Transforming Retail: The Evolution of Customer Experience Design

This past year has been fraught with turbulence and uncertainty for the retail industry. Covid-19 has been one of the most significant challenges for these consumer-facing businesses. While the shift to online retailing has taken the most significant leap, the pandemic has also led to profound changes in people’s priorities, behaviours and expectations. In response, businesses need to focus on bringing resilience, empathy and humanity into their organisations.

Join the This is HCD Ireland community for Transforming Retail: The Evolution of Customer Experience Design where we’ll be discussing these challenges and how your retail business (or retail clients) can thrive by incorporating customer experience design into the day-to-day activities across your organisation.

We’ll be hearing from Claire O’Grady, Customer Experience Designer with Musgrave Retail Partners Ireland, and Andreas Pattichis, Lead Service Designer at Hellon. Claire and Andreas will share what they’ve been doing to rise to the challenge of 2020. We’ll learn about the importance of collaboration and connection, and how to work together to bring empathy and humanity to your business. Alongside our guest speakers, we’ll have small group breakout sessions where you can meet other attendees to network and discuss ideas for customer experience design in your organisation.

SPEAKERS:
Claire O'Grady
Claire O’Grady is a Service Designer in Musgrave, Ireland’s largest retail group. She uses Design Thinking methods and tools to deliver better customer experiences and innovation for shoppers both in-store and online. Claire has a ten year background in marketing, having worked in brand management and innovation roles in Diageo and in strategy and brand management roles in Musgrave before moving into the world of Service Design. She believes in using consumer-centric insights and collaboration to deliver better outcomes for businesses.

Andreas Pattichis
As a senior service designer, Andreas has worked in a variety of industries through the multifaceted nature of working in creative agencies throughout his career. As a Master of Arts in collaborative and strategic design, Andreas has a strong academic background in the field of service design. This background has allowed him to explore other sides of the field, with a keen interest specifically in the development of a business mindset and an understanding of the opportunities in digitalisation. Andreas' biggest passion is his ability to work with people, with strong public speaking skills and an interest in always exploring new methods of facilitating co-creative sessions. He is a natural leader, ensuring the success and on-time delivery of the deliverables promised for any project he has worked on. Currently working as a Lead Service Designer with Hellon, Andreas has previously worked with a variety of companies including Airbus, Philips, Benetton, Aalto University and HSL, practising design across Europe, Russia, Japan and the US.

MORE DETAILS:
This is an online event and affords us the opportunity to not be restricted by geography so please feel free to join from anywhere in the world. Claire will be joining us from Ireland and Andreas from the UK.

You will receive the Zoom link prior to the event, as long as you’ve registered. So don’t hesitate, complete your registration now. We look forward to welcoming you and getting to know you.